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3 Ways Outsourcing Customer Service Positively Impacts Your Bottom Line - The Connection - ContactCenterWorld.com Blog

3 Ways Outsourcing Customer Service Positively Impacts Your Bottom Line

Outsourcing customer service can feel more daunting than outsourcing other business functions. After all, we are talking about your customers, here. Should you let go of their care and handling? Will the benefits outweigh the costs? You need to protect and grow your bottom line as well as your reputation, but outsourcing customer service can actually help you do both.

Here are three of the biggest financial benefits of putting your customer service in the hands of outsource experts.

Direct and Indirect Savings

Think about all the hidden (and not-so-hidden) costs of managing your own customer service call center. There are direct operations and overhead costs, including valuable facility space, equipment and systems, software, personnel to operate and manage the systems, and the list goes on. Indirect (or not so indirect) costs include costs associated with management, training, and other HR issues. And then there is the very high cost of dealing with a call center that does not run well and may provide poor service to your customers.

By selecting and outsourcing to the right partner, you can get out of the personnel business and out of the call center management business. You can eliminate or repurpose the physical space that now houses your call center, telephony software, phone switch, etc., and put it to better use. You can also eliminate the phones, desks, and employees required to operate your call center, provide training, monitor QA, and handle related administrative tasks. The focus goes back onto your core business.

Better Results Without the Headaches and Frustration

An inability to recruit quality personnel for your call center will likely lead to high attrition, and before they attrit, they will care little about your brand, and no doubt that will be conveyed to your customers. Your reputation will suffer. In addition, a revolving door of agents is a tremendous HR expense, and the result is a poor quality product. Your customer service cannot be good because people turn over faster than they can learn your brand.

Call center professionals have the inside track on hiring the best people, and often they have ways to incubate personnel in house before assigning them to your team.  Professional training and incubation will make a big difference. Often professional call centers invest more effort in developing the kind of pleasant, positive work environment that inspires retention and results in more knowledgeable and experienced agents. The bottom line on that is a better experience for your customers.

Behind The Technology Curve

Ensuring calls get handled in a proper and timely fashion also takes a boat load of technology. Phone systems, ACD’s, Workforce Management Software, voice analytics, and more. This is just the beginning of the list of technology necessities to have a professional operation that manages call flow properly. You can’t risk endless hold times, or missing calls all together. So if you want your customer support function in house, prepare to become an expert on call center technology and invest heavily in repeated upgrades and the newest bells and whistles.

Your outsourcing partner will bring all those key technologies to the table.  And a good partner will keep up on the latest and greatest, cutting-edge technologies, and know when to advise you that it’s time to integrate new options with your multi-channel access modes. And your customers, and in turn, your business, will be the beneficiaries.

Outsourcing customer service relieves you of massive operational, technological, and administrative burdens. You can recoup time and money and effectively increase customer satisfaction. That makes outsourcing a smart, strategic decision that can deliver positive bottom-line results.

Source: https://blog.theconnectioncc.com/3-ways-outsourcing-customer-service-positively-impacts-your-bottom-line

Publish Date: July 26, 2018 5:00 AM


2021 Buyers Guide Omnichannel

Page: 12
1.) 
3Fiftynine

CardBoard
This real-time walldisplay is able to show every form of contact in a clear wallboard, with the necessary KPI’s per channel; like phone, chat, etc.

2.) 
Alvaria

Noble Contact Center
Truly unified omnichannel operations. Your customers have growing expectations about how and when they want to interact with you. The noble contact centre suite helps you seamlessly communicate with your customers, no matter which channel(s) they prefer. Noble helps you optimise agent activity and improve the efficiency of customer interactions with our unified omnichannel solutions. Seamlessly manage communications over a variety of voice and non-voice channels including voice, email, sms text, web chat and social media. Simultaneously manage inbound and outbound communications without having to log in and out of programs. And combine all channels on a single platform to improve contact centre efficiency and profitability.

3.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

4.) 
Call Tracking Metrics

Today’s customers aren’t always willing to pick up the phone to talk to a business, which is why an omnichannel communications strategy is essential. Because our software tracks chats, texts, and form submissions in addition to calls, we make it easy for you to interact with customers in their preferred method of communication. Take your strategy to the next level by utilizing our automated tools which can generate instant communications back to your customers as soon as they contact you.



5.) 
CCT Solutions

CCT ContactPro
ContactPro empowers agents to efficiently serve customers in today's demanding world of Omni-Channel communication. The state-of-the-art technology solution helps contact centers to leverage their existing Avaya infrastructure while decreasing contact center costs and increasing customer satisfaction.

With a strong focus on Omni-Channel functionality ContactPro defines a new method for integrated traditional voice contacts, emails, fax and documents with modern web and smartphone communication for any WebRTC, chat, assistant browsing and file sharing, online presence, SMS/IM (text) and social media activities. Additionally, the web supervisor functions provide simple reporting and full me...
(read more)

6.) 
Comm100 Network Corporation

Comm100
The Comm100 omnichannel customer experience platform powers real-time interactions via web, mobile, and messaging. We make it easy for organizations to answer questions, solve problems, and keep customers happy.

From front-line marketing and sales to ongoing service and support, Comm100 enables great digital experiences that drive revenue without increasing costs.

7.) 
ComSys S.A.

CFront for Digital Communication Channels
CFront by Comsys is a state-of-the-art application that enriches contact centers with digital communication and collaboration capabilities. CFront is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms and connects them with all the major communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspe...
(read more)

8.) 
Consilium Software

Consilium UniVCX™
You may have seen the meme going around that captures what tipped the balance towards digital. The questionnaire asks, “who is driving your digital transformation?” After “CEO” and “chief digital officer”, the third option is “Covid-19” highlighted with a red circle. The pandemic has been tragic in the toll it has taken on the lives and health of the global population, forcing billions to stay at home. Yet, it has also been a catalyst for change in a bigger way than any event since the last world war. Who would have thought that a bank would lend a new customer a million dollars or more based on a video inspection of the mortgaged property and without any physical paperwork or face-to-face K...
(read more)

9.) 
CTCOMM

Whatsapp
Facebook
Twitter
Linkedin
Youtube

10.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

11.) 
eGain Corporation

eGain
eGain omnichannel customer engagement solutions power digital transformation for leading brands.

Guided by AI, knowledge, and connected analytics, eGain’s customer engagement suite enables excellence in digital-first, omnichannel customer engagement across digital self-service, including virtual assistance, messaging, chat, social, and email, seamlessly integrated with voice.

Based on a unified platform, the solution is trusted by blue-chip brands for customer engagement at scale that is effective, efficient, and consistent, while being compliant with best practices and industry regulations.

12.) 
eGain Corporation

eGain Solve
Rated #1 by analysts and trusted by some of the biggest brands in the world, eGain Solve helps businesses design and deliver smart, connected customer journeys across social, mobile, web, and contact centers. You can sell smarter, serve better, and know more.

13.) 
ethosIQ, LLC

Customer Engagement Platform
The Customer Engagment Platform (CEP) collects multichannel interaction and application data from all channels, across multiple systems, providing a single, complete data source for ethosAnalytics to access and display information in useful, usable ways. CEP provides companies with scalable and repeatable software for big data solutions.

14.) 
Eudata

Video Advisor
Directly engage customers through an effortless Video chat via your web page or mobile APP with a secure platform. Escalate from an existing chat or create a brand new video conversation, use desktop sharing and co browsing, record and track every step of the customer journey

15.) 
Fusion E-Solutions LLC

omnichannel support service, BPO services
We help businesses in their administrative and repetitive jobs as a be-fitting virtual assistant service provider. With an objective to reduce in-house burden, save time & money, and regain focus, we show flexibility in working 24/7 for clients with dynamic needs.

16.) 
Hodusoft Pvt. Ltd.

Omnichannel Contact Center Software
"HoduCC" is a comprehensive and consolidated contact center software. It guarantees to provide the best call center software that suits best for all types of call centers. Being one of the top Voice over Internet Protocol (VoIP) solutions providers across the globe, HoduSoft ensures that this contact center software offers intelligence, security, and advanced features.

HoduCC has been designed in a way to make sure that user loyalty is built and the customers’ expectations are accomplished. Doesn’t matter what your business size is, HoduCC is most affordable Contact Center Software for small businesses as well.

HoduCC allows customer support teams to provide personal, productive phone...
(read more)

17.) 
ICR Evolution

ICR Evolution
We are omnichannel. We know that your clients want to be able to contact you through any channel, whether it is via telephone, social customer service (WhatsApp, Telegram, social networks), email, self-service, outbound or live chat. That is why we think about each improvement with the omnichannel experience as the main focus. ICR Evolution has been designed to exceed your customers' expectations, offer an excellent and consistent experience across all channels, increase productivity and retain talent in your company. We make it possible thanks to features such as Intelligent Contact Routing, Self-Service with Voice Recognition (IVR), Predictive Dialer, CTI, Scripting and Flow Design Tools, and Omnichannel Communications Management.

18.) 
Ivonesia Solusi Data

Sociomile
Elevate your service quality and experience a seamless and more personalized customer care solution to get a happier customer journey that transforms into loyalty.

19.) 
Lieber & Associates

Omichannel Migration Consulting Services
Lieber & Associates provides technology, management, and operations consulting services to transform departments into omnichannel contact centers. After assessing current operations, the firm delivers a roadmap for testing and implementing technology, metrics, training, and any staffing required to meet omnichannel goals. The firm also advises on programs to migrate customers to the new channels.

20.) 
MightyCall

A premier yet affordable VoIP phone system, working from home—or anywhere—has never been easier than with MightyCall, a no-hardware, no-nonsense solution for SMB.
 
Page: 12



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